Potomac Electric Power

March 12, 2014
Dear Mr. Dennis:
This is in response to complaint #[redacted] regarding **. [redacted]'s request for payment arrangements for the above referenced address. Please know that on March 7, 2014, the Maryland Public Service Commission requested [redacted] to consider a...

payment plan for **. [redacted]. Subsequently, on March 11, 2014, [redacted] offered a deferred payment plan, which was accepted by **. [redacted].
The deferred payment plan was established for the total amount of $2,992.57. A payment of $592.57 is due by March 19, 2014 and the remaining balance of $2,400.00 is due in 12 monthly installments of $200,00 plus the current monthly bill.
I trust this information will serve to satisfactorily resolve **. [redacted]'s concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.
Sincerely

February 11, 2015Dear [redacted]:
Thank you for contacting us on behalf of [redacted], regarding the delays and difficulties he experienced while attempting to enroll his account in Pepco's on-line payment system, My Account.
We sincerely apologize that [redacted] encountered...

problems when he attempted to enroll in My Account and that his initial experiences with Pepco did not meet his expectations. Although extensive time and effort was dedicated to ensuring every aspect of our billing system conversion was seamless and as transparent to our customers as possible, it is not unusual for some unforeseen issues to occur during an extensive billing system conversion.I am pleased to report that our records indicate that [redacted] is now successfully accessing My Account to view and pay his bills online. Further, we feel confident that [redacted]' future interactions with Pepco will exemplify our commitment to provide quality customer service, which is one of our primary goals.
Pepco does not charge fees for establishing service; however, a security deposit of $92.00 was billed to [redacted] and subsequently paid on January 9, 2015. We have opted to reverse the security deposit requirement; therefore, the deposit payment of $92.00 will be applied to [redacted]' energy charges on his next monthly bill.
I trust this information will assist in responding to [redacted]' concerns. If you have any further questions, please contact me.
Sincerely,Harvey H

November 20, 2015[redacted] Better Business 1411 K St, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] #[redacted] Washington, DC 2001 | Account #[redacted]Dear [redacted]:This letter serves to respond to the concerns regarding the billing for...

the above referenced account. I have reviewed the manner in which the account was billed, and would like to offer the following information.Review of the account reflects that on January 30, 2015, a Welcome Letter (see attached) was mailed to the customer confirming the activation of the account in his name effective February 11, 2015. It also acknowledges the fact that he has enrolled in “Paperless Billing” and signed up for Pepco’s “My Account”. On March 3, 2015 an initial bill for service from February 11 to March 2, 2015 was mailed to the above referenced address. Thereafter, subsequent bills were mailed on the scheduled bill date; there was no lapse in the rendering of the bills.
On November 3, 2015, the customer contacted our office and requested to speak with a supervisor. As requested, a Customer Operations supervisor contacted him and advised him of the Welcome Letter that was mailed to him on January 30, 2015, and that he has enrolled in Paperless Billing. However, On October 14, 2015, he had removed the paperless option for his account.In conclusion, our records reflect that from the date of activation, all the bills were mailed to the customer in a timely manner. We received no inquiries from the customer regarding the fact that he has not received a bill for several months. Therefore, at this time we see no reason to waive the late charges that heave been assessed to the account. However, a hold has been placed on the account until the completion of this investigation.
I trust this information will assist you in responding to the customers’ concerns.
Sincerely, Stan P[redacted]
 
Date of Notice: 01/30/2015RE: ACCount [redacted]Dear [redacted]Welcome to Pepco. We understand how much you depend upon energy to meet your everyday needs, and appreciate the opportunity to provide you with safe and reliable service.Below are details of your recent account activation request:Service Address: [redacted] # [redacted]WASHINGTON DC [redacted]Account Number: [redacted]Services Provided Welcome Letter Start Service Date: 02/11/2015Programs Enrolled In: PAPERLESS BILLING, MYACCOUNTAs a Pepco customer, you will have 24-hour access to your account at our website, www.pepco.com. Simply log on and enroll in "My Account" to manage your account, view your energy usage information or pay your bill, anytime from anywhere.Should you have any questions, you may also call Customer Care at [redacted] between 7 am and 8 pm, Monday through Friday.In the coming weeks, you will receive your first bill, as well as more information about Pepco's opportunities to help manage your energy use and your costs.We are pleased to have you as a Pepco customer and look forward to serving you.Sincerely, Customer CareSi usted necesita esta información en español, llame al departamento de Servicio al Cliente, de lunes a viernes de 7 am a 8 pm, en el ###-###-#### y pida hablar con un representante en español,Page 1 of 1

August 26, 2015Dear [redacted]:
This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted] regarding the assessed deposit for $200.00 at the above referenced address.
Enclosed are copies of the bills for service rendered on...

October 23, 2012 to October 4, 2013 at the customer's former address at [redacted], Washington, DC, to assist in clarifying the following. Deposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland, page 16 and 17, section 4 (enclosed). Nine disconnect notices, one reminder notice, one deposit warning and one final bill reminder notice were rendered during the billing period provided, which represents an unsatisfactory payment history. As a result of unsatisfactory payments, on January 28, 2013, a deposit for $55.00 was assessed on the former account. Subsequently, a deposit in the amount of $200.00 was appropriately assessed on the customer's current account in Maryland. The deposit amount is two twelfths of the annual historical usage at the premise.Based on the deposit criteria outlined in the tariff and the customer's payment history, the request for a deposit is warranted. The deposit has been paid in full as a result of allocating incoming payments towards the deposit. Late payment charges totaling $7.43 were waived; however, the paid deposit and accrued interest will be automatically refunded, provided the customer demonstrates satisfactory paying habits over a consecutive twelve month period. A zero ($0) balance is required at the time of the request to switch the account into the customer's wife's name.
I trust this information will assist you in responding to the customer's concerns. If you should need further assistance, please contact me.
Sincerely,Stephanie R

Date: Fri, Jan 8, 2016 at 2:54 PMSubject: Response from Pepco - Revdex.comCase # [redacted] - [redacted] Upper Marlboro, MD [redacted]To: [email protected]: [redacted]@myRevdex.com.org[redacted], The electric service at [redacted] in Upper Marlboro, MD for [redacted]...

[redacted] has been reconnected on January 6, 2016 as part of completion of the electric heavy up at the service address. We apologize for any inconvenience this matter may have caused the customer. Thanks, Linda *. B[redacted]| Special Investigations Representative Pepco Holdings, Inc. | Customer Relations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |

July 9, 2015
Dear [redacted]:
This letter serves to respond to the Net Energy billing for the above referenced account. I have reviewed the manner in which the account has been billed and offer the following information.
Review of the account reflects that the customer was given...

authorization to start using her Solar panels on December 19, 2014. The process for billing Net Energy Meter (NEM) customers requires the bill to be pulled on the scheduled bill date and processed manually. At the time of this customer's scheduled billing, Pepco was in the process of switching over to our new customer information system upgrade. Unfortunately, the switch over prevented the account from being forwarded to the proper NEM personnel for processing in a timely manner. In addition, the customer has an alternate supplier; which further delays the billing of the account, because the usage information is submitted to them to process their portion of the bill for generation.The account has now been billed for service from December 4, 2014 to January 10, 2015, which was mailed on July 2, 2015. A subsequent bill was generated for service from January 11 to February 2, 2015, and mailed on July 8, 2015. Each bill reflects the customer's monthly NEM credits (see attached). The process has begun to generate the customer's billing for service to the current bill date.
Please extend our sincere apology to the customer for the delaying in the billing of the account.
Sincerely,Stan P.

This letter serves as a response to your inquiry received on May 14, 2015 on half of our mutual customer, Ms. [redacted] and miscalculated third party supplier charges.
Upon further review of the metering and billing records, we determined the monthly consumption was measured...

accurately; however, third party supplier charges were miscalculated by using the incorrect kilo-watt hours on the bills rendered for services on November 25, 2014 to January 5, 2015, and January 6, 2015 to February 2, 2015. Corrections to the billing are already in progress.Regretfully it was necessary for the customer to contact us more than once to get the assistance needed. In an attempt to apologize for the inconvenience this matter has caused, today I called the customer and left message requesting a callback to discuss this matter further.
I trust this information will assist you in responding to the customer's concern.
Sincerely,
Stephanie R[redacted]

Date: Mon, Sep 28, 2015 at 1:28 PMSubject: Fw: [redacted] Complaint ([redacted]) OverdueTo: [redacted]@myRevdex.com.orgHello [redacted],  return check fees totaling $10.00 were credited to the account. Thanks,   Stephanie R[redacted] |...

Escalated Investigations Representative Pepco | Customer Relations, Research and Resolution [redacted] N.W. | Washington, DC [redacted] o: ###-###-#### [redacted]@pepcoholdings.com | pepco.com [redacted] | [redacted] | [redacted] | Blog

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the numbers on my bills don't add up correctly.  
PEPCO (Mr. P[redacted]) states that the numbers on my PEPCO  bills reflect my net solar energy generated.  I still don’t understand how this is. 
Let me use January 2015 as an example.  My PEPCO bill states that between January 11 and February 7, 2015, I used 803 kwh.  Then it says that my kwh generation (net) was 91 kwh.  For that to be so, wouldn't I have had to generate 803 kwh for energy used, plus 91 kwh more (to arrive at a net surplus of 91)?  Wouldn't that be a total of 894 kwh solar production?  My monitoring system says that I produced 357 kwh, not 894. 
I see the same problem on my bills from December, February, March, May, June, July bills.  I have tried to understand the bills and Mr. P[redacted] explanation; but I am unable to make sense of them.  The numbers just don't add up.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:In the same exact document that contains an excerpt from the GENERAL TERMS AND CONDITIONS
FOR FURNISHING ELECTRIC SERVICE
IN
MARYLAND, [redacted],it  says "For residents who have not paid a deposit..." I have paid a deposit, therefore I shouldn't be charged another deposit.
I paid a deposit to Pepco on account #[redacted] in Fall of 2011. Therefore I shouldn't be charged a deposit. 
As well I refused to pay in portions because I paid off the entire bill. As of 10/22/2015 my balance is 0.
- [redacted]

November 11, 2015Dear [redacted]:
This letter serves to respond to the ongoing concerns regarding the request for a Security Deposit for the above referenced customer. I regret that our previous response did not satisfactorily resolve the customers" concerns. Any deposit the customer may have paid previously was for another address, and it was either used to pay the final bill at that address, or refunded to her. She has not paid a deposit at her current address.
As she stated in her response, the previous bill was paid in full: however, the payment included the $505.00 deposit payment, and as previously stated, deposits with accrued interest are refunded automatically upon demonstration of a good payment record over a twelve month period.
Sincerely.
Stan P

October 10, 2014Dear [redacted]:This letter serves to respond to the ongoing concerns regarding the high bills for the above referenced account. As previously stated, I can only reiterate what was explained in our response letters to the customer dated August 12 and September 3, 2014, copies of which were provided to you in my response to the Revdex.com dated September 15, 2014 and that is; based on my review of the cumulative actual meter readings obtained each month, and the results of the meter accuracy test, the account has been billed accurately and no adjustment to the account is warranted.The customer has also filed her complaint with the Maryland Public Service Commission, and now has the opportunity to request a formal hearing on the matter. I trust this information will assist you in responding to the customer’s concerns.Sincerely,
Stan PSpecial Investigation Representative

April 23, 2015
Dear [redacted]:Our Green Power Connection Team accepted the Solar System Green Power Connection application and an approval to operate letter was sent to the customer on December 27, 2014. However, approval was inadvertently sent to an incorrect solar...

contractor.The approval documentation was resent to the customer as well as [redacted] Solar on April 20, 2015.
Sincerely,
Richard C

[redacted], NW Washington, DC [redacted]December 21, 2015[redacted] Trade Practice Consultant Revdex.com1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] case #[redacted] Fort Washington, Maryland [redacted]Dear [redacted]...

[redacted]:Thank you for contacting Pepco on behalf of our mutual customer, Mr. [redacted]. I appreciate the opportunity to provide the following information.In January 2015, Pepco transitioned to a new customer information and billing system. Although extensive time and effort was dedicated to ensuring every aspect of our billing system conversion was as seamless as possible, it is not unusual for some unforeseen issues to occur during the stabilization phase. Unfortunately, the system conversion resulted in a delay in rendering this customer's invoices during the first quarter of this year. Additionally, a recent issue involving the customer's third party supplier was identified, resulting in a delay in rendering the October and November invoices.I have reached out to the customer as requested and explained that we are working diligently to resolve all issues and to let him know that we sincerely appreciate the customer’s patience while we work to get this corrected. I will review the customer’s invoices over the next few months to ensure the billing is accurate and timely.Sincerely,Linda *. B[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]The account number was #[redacted]
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
June 9, 2015
Dear [redacted],I like to thank you for the explanations and making adjustments on the bill. Unfortunately, not only it does not satisfy my doubts but it helped to clarify that I may need to look for another company if available in my area. I liked the summary and the table but the superficiality and lack of clarity in your response leave my complaint still unresolved. Reading your response, I get the impression that Pepco is granting me the favor to discount my bill for mistakes that I, as customer, had committed.
The following are the points I want to reiterate.
1- I strongly believe I do not own any money to Pepco not only for the bill Feb 14 – Mar 17 ($328.07) of course but also and most importantly for Feb 14 - Feb20 ($102.33). Therefore, I am not willing to pay the $27.58 after your applied discount and credits. Please below find my reasons and I would appreciate to receive your response as soon as possible because I have many important and urgent things to take care of.
2- I respectfully request the refund of $ 20.00 charged by my bank as “stop payment” fee by check immediately.
3- I do appreciate the $50.00 customer discount, but, since I cannot make any use at the present, I will take advantage of it once the house is rebuilt. 4- As per the $5.00 returning check that is Pepco problem not mine. You took money from my bank account in unauthorized manner as I stopped the auto-payment before the due date and received notification that Pepco cancelled the auto-payment. Nevertheless, Pepco still withdrew money. Therefore, please do not debit your $5.00 fee to my account! Pepco should not have dared at first! I hope there will be no need to further reiterate this point anymore.
In a moment of a huge tragedy such as lost of house, belongings and car, I certainly would not have ever expected to spend hours to call and write letters to explain why it seems “very unreasonable” to receive a bill for service that were never used even after the lost was reported! On the other hand, I thank you for this opportunity because I can probably learn that I should have taken actions when I started seeing that my bills were increasing without changing my habits to use electricity already in January 2015. I could not justify the increase as not only I did not change my habits but I was even trying to lower the use of electricity to decrease the bills in general (from January to March 17: $152.40 -30 days, $252.73 – 38 days, $230.20 – 38 days and final $328.07 – 32 days including 25 days without house that has been reduced to $102.33 for 7 days of use!).
I will try to respond to your letter point by point to see if we can agree and/or have a full vision of problems here:
1) From you letter: “... that she had to contact us more than one for a resolution.”: I spent a minimum of 40 hours on the phone, couple of days to write letters including this, two days to go to the offices - first in [redacted]., Rockville, MD and then in two offices in Washington DC to talk in person with somebody. If I should be paid back for all lost time considering my PhD I think that I should charge Pepco at least $100.00 per hour, correct? My time is as much important as your time to perform your duties. However, while you are a Pepco employee so you use your time for me as part of your daily tasks, my primary job is not to defend my bills and therefore, it results in extra-hours work on my end. I would appreciate if Pepco would start to consider that Pepco makes money because of customers.
2) Could you please comment my note on the complaint regarding the Pepco operator who went to the house after Pepco opened the first investigation to understand why there was a reading after the fire? The supervisor in DC office said “after the fire Pepco reported to have found the meter hot”?? Seriously ... What does it mean “hot”? I left the contact information of the captain of the Fire Department? Did you call him? As I was asked from the Pepco representative, did you find out if they cut the electricity from inside or outside the house that night? After the fire, there were no appliances, no lights, no house, a lot of snow but the meter hot!
3) I NEVER CALLED TO CLOSE THE ACCOUNT. I called to know if there was further action from my end or Pepco to be taken after the fire department pulled over the meter. The account was intentionally left in “INACTIVE STATUS” according to the Pepco customer service advice to simplify the difficult process to reopen it once the house is ready to be rebuilt. Did you close it now? GREAT! Does it mean that I will have to face additional issues with Pepco shortly? If so, I do not think I can deal with this any longer. Could you please put it back into inactive status to help me moving forward?
4) As per your representative making an error and generating an “estimated meter reading” how many times does it happen? How do you notify a customer that you are charging based on estimated and not actual reading? According to what you are saying as the fire happened on February 20, my February 14 - March 17 bill was generated by using a combination of “actual meter reading” and “estimated reading”. How did you communicate me that? All my statement bills always have the following note: “Your smart electric meter is read wirelessly... your meter records hourly use.... Total use is the sum of this hourly data”. How many times did you previously charge me for a combination of readings without transparent and clear communication of these methods? Do you do this on regular basis? Does it mean that if Pepco does not receive a meter records hourly use from an account, Pepco starts to charge an estimated amount of use without saying it? For instance, each time in my home there was no electricity use in a day – it happens when I travel for instance and switch the meter off – I was still charged based on the fact that if you have no daily SMART meter reading somebody prepare a daily estimated reading!? If so, when is Pepco reimbursing a customer for the estimated charge if not used – because in my case it should have been easy but what if the house does not burn down? In my case it should have been clear like crystal water that there is a mistake somewhere but three months passed and we still here.
5) Assuming that Pepco thinks that it is offering a transparent and clear way to communicate its customers, how is an “estimated meter reading” graphed? By an operator or a computer? Whoever does it, there must be a lot of fantasy and imagination for drawing graphs showing a simulation of daily electricity use without real reading. Did you decide upfront that I was spending an average of 80kWh per day and accordingly simulate the rest of the bill? Did you start back in January or it was just done randomly in this bill?
6) I am not sure how I should refer to Pepco employees at this point as it seems that supervisors do not know what they are talking about when advising customers, customer service operators are confused about whether or not know a bill is based on “actual or estimated reading”, computers or people draw graphs to estimate use, employees from other departments call and write letters without knowing what they do and even after you closed the account representative from the energy department savings still call to offer a service – I will explain this in a few.
7) As per stopping payment of $328,07, I was advised from one of your “supervisors” to stop the auto-payment while the investigation was going on. By the way $328.07 is a lot of money so I found reasonable to avoid a payment that was clearly a mistake from Pepco. I think the advice was fair enough. On the contrast, it is unacceptable that Pepco still withdraws money from customer bank accounts after the auto-payment authorizations are cancelled no matter reason. I even received the confirmation e-mail from Pepco notifying that the auto-payment was cancelled. I forgot about it until a month later calling Pepco customer service once again because received another request of $154.40 bill payment I found out that the $328,07 was withdrawn by Pepco without MY authorization at that point while a payment of $482.93 could not be found in your system. Then other investigations from Pepco side were open! Therefore, another “supervisor” advised to go to the bank and stop the payment to avoid further unauthorized money withdrawing from MY BANK ACCOUNT. In my native country, when money is taken from a bank account without authorization it is called “fraud”.
8) I would like to go back on the use of electricity because all this story is raising doubts as initially said. Although my house was run by electricity for all appliances including heating, AC, stove, washer, dishwasher, oven, pool pump, garden sprinkles and lights, I never had a dryer, pool pump and sprinkles are not operated in winter time of course, my washer machine was Sept 2014 energy saving model and received a Pepco rebate too. I did not even have TV cable and a computer for example! I had two fireplaces: one wood and the second propane that I regularly used to heat the house last winter. But most importantly I am the ONLY OCCUPANT not even pets and I work all week. I was used to switch the heating off if not home during the day or after 10-11 pm. If too cold and wanted to leave the heating on, I was setting the temperature at 65F – if home the thermostat was set at 72F. Based on a regular daily life: how many clothing boiling loads can one person alone do, how many boiling dishwashers, how long can an oven or stove be on to cook a meal, how many long boiling showers, how many lights forgot on for days in row, how hot the house must be kept on 24 hours? I am currently relocated in a townhouse – same size my house. It is interesting because I used 224kWh in one month. It is true that the house has also natural gas but still 2 heating/AC units I use an electric dryer for instance that I use now. So I did a brief search to look for use of electricity of appliances and applied it to my life style and single occupancy. How can I use from daily average of 5.8 kWh in a townhouse big like my house to 110 kWh per day (please see your table I used 772 kWh in 7 days as per your last bill)? Even if we want to compare same house and same person at this point, how can I go from average of 50 kWh per day (already higher use in 12/10/14-1/16/15) to 110 kWh per day in 2/14/15-2/20/15? Does it sound right if I know that I did not change my habits? Understanding that I cannot verify it anymore and my bill statements report only total kWhs used and not billing period meter readings – starting to closing date - could I dispute the way I have been billed? Was Pepco estimating my use based on historical bills of past years for instance? Who knows at this point? Can I claim my money for no transparent and clear service offered?
9) My last point is regarding the general way Pepco departments work. I received a letter dated May 1 from the billing Services and Investigations dept saying that I needed to pay all bills no matter the investigations were still going on. I called the person and left a message but she never called me back. Few days later I received a letter dated may 5 from the customer service notifying that a $328.07 returned check was received and if I did not pay the account was scheduled for disconnection on or after 5/15/15. I did not know if I should have laughed or cried – honestly both. I was curious to see how Pepco disconnect a service that is not in service! I called the customer service and tried to talk to a manager of a supervisor to see if at higher level Pepco employees can resolve the problem. No luck! The manager was not available, I could have only the name but not last name and no phone number so I could call back at anytime expect for waiting a return call from this guy! Interesting because Pepco has all personal customer information including SSN and we, as customers, must have trust but it does not seem mutual. Anyhow, the manager never called me back. However, the day after a “supervisor” called me and he did not know anything about my case and expected to hear the whole story from beginning! For many days I kept receiving the most amazing amounts of payment requests even for bills paid in full in the past. Finally and hopefully last call came in on Friday June 5. The Energy saving department called me to know if I wanted to install the energy savings box that in addition to look for saving energy from a closed account based on what you wrote, PLEASE NOTE that the box was already installed in 2014 based on my records. Should I laugh or cry again? To take it easy I responded I did not need it as my house has the most successful way to save energy – no meter! I asked the representative if they are all working for the same Pepco company. Are Pepco depts. connected or disconnected?
10) My last and most important question for you is: IS PEPCO JEOPARDIZING MY CREDIT SCORE? I wonder if you are reporting unpaid bills to the Credit Bureaus because this would be the last disaster you can add into my life. How can I make sure this is not happening? Is there any manager of manager of manager that can answer that and most importantly I could trust? If so, please let me know as soon as possible.
My apologies for this long letter. I hope it is clear and to solve any potential future issue in a more effective and timely manner. Most of all I hope I will not have to deal with any type of issues any longer. My problems are already enough and without any doubt huge! Thanks for your understanding.
Regards,
[redacted]

This is in response to complaint #[redacted], regarding Mr. [redacted]'s billing concerns for the above referenced account. I have reviewed the consumer's account and would like to offer the following information.
Our goal is to bill consumers based on actual monthly meter readings; however,...

there may be circumstances (i.e., meter inaccessibility, inconsistent meter data, communication issues between the meter data management system and the billing system, etc.), which may result in the use of estimated meter data. However, as meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. Therefore, in instances when an estimated meter reading is used, any difference between estimated and actual consumption is identified through subsequent actual meter readings.Mr. [redacted] has been the responsible party of record at the above referenced address since May 11, 2012. Attached is a billing history from May 11, 2012 to June 5, 2015. Our records indicate that the initial bill from May 11, 2012 to July 2, 2012 was based on actual meter readings (951 to 1101). However, the monthly service bills from July 2, 2012 to March 6, 2015 were based on estimated meter readings (1101 to 6084).
Subsequently, a bill was rendered for service from March 7, 2015 to May 7, 2015 (meter readings 6084 to 18265, respectively) for 12,181 kilowatt hours in the amount of $1,251.41. This is a true up bill for the previously estimated bills from July 2, 2012 to March 6, 2015, which have been under-billed. This true-up bill was followed by the current bill from May 8, 2015 to June 5, 2015, which was based on actual meter readings (18265 to 18471, respectively).
Based on our review, the bills from May 11, 2012 to June 5, 2015, are a reflection of the usage as recorded by the meter. The bill from March 7, 2015 to May 7, 2015 is a catch up bill for the previously under estimated monthly service bills from July 2, 2012 to March 6, 2015.
Upon further review of our records, we identified that at an actual meter reading of 16419 on December 3, 2014 was obtained by our meter reader; however, the reading was not used to true up the account in December 2014, and the bills continued to be estimated.On a customer relations basis, we opted not to hold Mr. [redacted] responsible for the underestimated bills from July 2, 2012 to December 3, 2014. The following corrective measures were taken to true up Mr. [redacted]'s account from December 3, 2014 to June 5, 2015. The bills from December 3, 2014 forward were cancelled and the meter reading for December 3, 2014 was corrected. Subsequently, a revised bill (attached) was rendered for service from December 3, 2014 to June 5, 2015, which was based on actual meter readings (16419 to 18471) for 2052 kwh in the amount of $285.85. After deducting payments of $1,435.38 received during this period, a credit balance of $1,097.43 remains. The customer's next bill will be rendered on or about July 10, 2015. Once the bill posts to the account we will issue a refund for the remaining credit balance.
The communication issue between the meter data management system and the billing system has been resolved. Going forward, the consumer can expect to receive monthly bills based on actual meter readings.
We sincerely apologize for any inconvenience the consumer may have experienced as a result of this billing matter and trust this information will serve to satisfactorily resolve Mr. [redacted]'s concerns. If you should have any questions, please contact me.
Sincerely,
Harvey H**

From: <[redacted]@pepco.com>Date: Fri, Feb 27, 2015 at 11:43 AMSubject: RE: Revdex.com Complaint #[redacted] - [redacted] NW, WDC [redacted] / [redacted]To: [redacted]@myRevdex.com.orgCc: [redacted]@pepco.com, [redacted]@pepco.comGood Morning,  A conference...

call was conducted with the customer on  February 25, 2015, and we explained what had occurred on his account.  We agreed to issue a courtesy credit adjustment for $170.00 to resolve his complaint.  Please feel free to contact me if you have any further questions. Thanks, Linda *. B[redacted]| Escalated Investigations Representative Pepco Holdings, Inc. | Customer Relations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |[redacted]@pepco.com

March 6, 2015Dear [redacted]:
Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill.Pepco relies on information from...

[redacted], a third party credit bureau, to determine if a new customer is required to pay a deposit. Since we do not have access to a customer’s credit file, any questions regarding the assessed deposit are referred to [redacted].To ensure customer satisfaction, I have waived the $80.00 deposit requested from [redacted] with the stipulation that the bills will be paid in full and by the due date each month. Should the credit history become unsatisfactory, a deposit equal to 2/12ths of the customer’s annual usage may be requested.
Thank you for bringing [redacted]’s concerns to our attention and for allowing me the opportunity to respond.
Sincerely,Richard C

May 6, 2014
Dear [redacted]:Pepco has no affiliation with [redacted] Power, the customer’s previous supplier. We received a supplier enrollment request from [redacted] Power on March 8, 2013, and sent the customer the attached confirmation letter on March 9, 2013. This letter advised the customer that [redacted] Power would begin supplying her electricity on April 1, 2013. On March 12, 2014, [redacted] Power advised us that they would no longer be the customer’s supplier effective April 1, 2014. As of that date, Pepco resumed the electricity supply under regulated Standard Offer Rates. I have also attached a copy of the confirmation letter we sent to the customer on March 13, 2014.Pepco’s rates for Distribution Services did not change as a result of the supplier enrollment. However, as stated in my earlier correspondence, any queries regarding the rate/amount billed by [redacted] Power for Generation Services must be directed to [redacted] Power.Lastly, all of the bills rendered during the referenced period from April 1, 2013 to April 1, 2014 were based on actual, cumulative meter readings and there is no evidence of any errors or inconsistencies.For our customers concerned about their electricity usage and the amount of their bills, Pepco has made available a free interactive tool; My Account. This tool allows customers to enter information into the application regarding their heating/cooling equipment, appliances, the size of their home, and other pertinent household factors. It then uses the customer’s actual billing data to help analyze the electric bills, conduct an energy audit of the home and discover ways to conserve energy and money. Customers may visit our website at www.pepco.com to take advantage of My Account.I hope the additional information provided will assist in clarifying [redacted]’s concerns.
Sincerely,